Octopus solar panels. A disaster

hambromike

Tried to get Octopus energy to install solar panels as I am a customer of theirs and they were offering a £1500 discount.  Their procedures are a total joke.  Had two reps from other companies
visit. They looked at my roofs and inside my loft space. They told me how many panels they could install and where the battery would go. Gave me all the info and 2 days later sent me emails with quote and all information needed to make a decision.
Octopus sent a schoolboy round who spent over an hour in my loft 'measuring up' !!??  Then he told me that octopus would only install panels on 2 roofs and the battery would have to go on an outside wall. Schoolboy suggested the front wall to my house. I told him that was no good as it would get stolen.  Then I had to wait 10 days while they processed his 'measurements'. then they told me they could only put 2 panels on my front roof. Why?? No idea. Eventually went with local company who were brilliant and put 4 panels on my front roof, no problem. Battery in loft space - no problem.
Finally, since having the solar panels installed Octopus have become totally chaotic when it comes to billing me. Used to get bills on 6th of the month. Now it can be any time of the month. had 2 bills in September and 3 in November. Recently got an email suggesting they thought I had just joined them. Then another email/bill telling me they have billed me incorrectly since April 24. On this bill they seem to have added my recent direct debit (my credit) to the amount I owed them on previous bill (my debit) to get the latest amount I owe them.  Complaining by email is a waste of time as they say lots of things which are not followed up.

born_again

https://nxtgenenergy.co.uk/blog/solar-industry-update-battery-installations-in-lofts/

While only a regulation at the moment. It is there for good reason.

Exiled_Tyke

When you email Octopus tell them that you want to raise your issue as an official complaint. That way they have to respond on deal with it otherwise you can escalate to the regulator. 

Ectophile

The company wanted to get in quick, before the new rules came in to force, banning batteries in lofts.  The British Standards Institute is already strongly recommending not to do it.  The next amendment to BS7671 is going to ban it.

badmemory

Originally my installers were going to put the batteries in the loft but the electrician who came with the fitters wasn't very happy so they went in the porch.  He would have put them in the loft if I had been insistent.  I did wonder if he was looking to a future point when it could be a problem.  The last thing any of us need is a problem selling because of where the battery was installed.

thevilla

It's not like the porch is a primary escape route in the event of a fire

Reed_Richards

thevilla said:

It's not like the porch is a primary escape route in the event of a fire

I can't quite remember why the loft is now not deemed to be a safe place for batteries.  Isn't that supposed to be due to the risk they pose in the event of a fire?

FlorayG

OP if you end up exporting to the grid in nice weather make sure your bills show that as credit and not debit - this is what happened to me until I discovered their mistake, they were charging ME for the electricity I was sending to THEM

charles_b_2

Reed_Richards said:

thevilla said:

It's not like the porch is a primary escape route in the event of a fire

I can't quite remember why the loft is now not deemed to be a safe place for batteries.  Isn't that supposed to be due to the risk they pose in the event of a fire?

Yes, the risk in the event of a fire.  From what I've seen, it's because the batterys are very heavy and could fall onto firemen trying to put out a fire if the roof joists fail.  I don't believe it's a fire hazard in itself, although Lithium batterys have been known to ignite

Ectophile

Once a lithium battery catches fire, it's really difficult to put out.  The batteries rarely spontaneously combust.  But if a house fire makes it to the loft, then all the fire brigade can really do is spray water on the neighbouring houses to stop them burning down too.

thevilla

charles_b_2 said:

Reed_Richards said:

thevilla said:

It's not like the porch is a primary escape route in the event of a fire

I can't quite remember why the loft is now not deemed to be a safe place for batteries.  Isn't that supposed to be due to the risk they pose in the event of a fire?

Yes, the risk in the event of a fire.  From what I've seen, it's because the batterys are very heavy and could fall onto firemen trying to put out a fire if the roof joists fail.  I don't believe it's a fire hazard in itself, although Lithium batterys have been known to ignite

I was reminded there have been a number of fatalities due to e-bikes being charged in doorways or on stairs and going into thermal runaway.  Of course, the risk is much lower with properly installed domestic storage.